MSI UK Manchester abortion clinic rated outstanding in a first for the sector
London, 18th November 2022
MSI Reproductive Choices’ Manchester centre is the first abortion clinic in England to be rated outstanding by the Care Quality Commission (CQC). Inspectors said MSI’s care and treatment “exceeded expectations”.
The report by the independent regulator praised the MSI team, which provides early medical abortion, as well as counselling, contraception, vasectomy and STI screening and treatment from its 11 clinics across the region, as well as surgical abortion up to the legal limit at its main centre in Fallowfield, noting:
“Staff treated patients with compassion and kindness, respected their privacy and dignity and took account of their individual needs.”
The report also highlighted the:
- ‘highly responsive approach to maintaining short waiting times’. Following significant increases in demand, a waiting time initiative has increased surgical capacity by 75% and resulted in seven-day opportunities for patients to access care.
- strong safeguarding culture, which ‘exceeded the medical remit of the provider and demonstrated a commitment to supporting people with diverse needs’
- ‘exceptional level of service access for vulnerable patients with complex needs, particularly to protect those at risk of trafficking, sexual exploitation, and violence’
- multidisciplinary working, which is ‘innovative and sector-leading in its scope’
- ‘exceptional level of intuitive, person-centred emotional support to patients, families and carers’
Richard Bentley, MSI Reproductive Choices’ UK Managing Director said:
“This is the first time that the CQC has given an outstanding rating to an abortion service, and we are delighted that they have praised us across every category, from safety, effectiveness and care to responsiveness and leadership. We have come a long way over the past six years and this rating is testament to the commitment and passion of our Manchester team as well as the invaluable support of the CQC.
“We are particularly pleased that our team members have been singled out for their compassion, kindness and unwavering dedication, as well as the recognition of our strong safeguarding culture. The team are an inspiration and should be extremely proud of everything they have achieved.
“This is now the benchmark. All of MSI’s clinics are now rated good or outstanding and we will continue learning and striving to give the 70,000 people we treat every year the care they deserve.”
It is not only the CQC who appreciate the team’s commitment and compassion.
The report noted that between April and June 2022, the service received 128 compliments. Examples of feedback include: “Staff are amazing at their job,” “I cannot fault this treatment” and “The service was amazing, and I felt really safe, can’t think of anything that could have been done better”.
Another wrote: “The nurse was fantastic, thorough, and kind. Thank you for being non-judgemental, helpful, and making a hard situation easier.”
Other highlights from the report included:
- Staff anticipated and recognised unmet care needs and had an unwavering dedication to patient involvement.
- The service was inclusive, and staff proactively took account of patients’ individual needs and preferences.
- Team members coordinated care with other services and providers and worked to reduce stigma and improve accessibility.
- The provider had a substantive, demonstrable focus on improving access and quality of care for patients living with a learning disability.
- Managers monitored the effectiveness of the service through a programme of continual, ambitious auditing and effective benchmarking.
- The service planned care to meet the needs of individuals and populations groups across the region and made it easy for people to give feedback. People could access the service when they needed it and the service maintained a highly responsive approach to maintaining short waiting times.
- The service had created a vision focused on sustainability and an ambitious strategy to turn it into action.
- Staff understood the service’s vision and values, applied them in their work, and challenged the stigma that impacted people’s lives.
- Staff felt respected, supported and valued. They were focused on the needs of patients receiving care and creating a working environment that promoted innovation and development.
- The service engaged meaningfully with patients and the community to plan and manage services and all staff were committed to improving services through research and exploration of new evidence-based practice.
For further information please contact:
Telephone: +44 (0) 7769 166 516
To read the full report from the CQC, click here: MSI Reproductive Choices Regional Treatment Centre – Manchester: Inspection report